Customer Engagement Team

Job Title: Customer Service Executive Job Category: Junior Management
Department/Group: Client Engagement Reporting To: Head of Client Engagement
Location: Bangalore Travel Required: Yes
Experience: 2 – 3 years Position Type: Full time
Job Description
Roles & Responsibilities

  • Support planning and coordination of Client Engagement Team activities
  • Manage communications with internal and external stakeholders.
  • Help build positive relations within the team and external parties
  • Schedule and organize meetings/events and maintain agenda
  • Prepare MoM and track open items until closure
  • Support growth and program development
  • Managing the ticketing tool and highlight any breach of SLA’s with stakeholders
  • Support and facilitate the completion of regular reports
  • Documentation of Change Requests from client and understanding their requirements in relation to our product
  • Constantly be on the lookout for ways to improve monitoring, discover issues and deliver better value to the customer
  • Analyse statistics and compile accurate reports

Preferred Requirements

  • Proven experience as program coordinator or relevant position
  • Tech savvy, proficient in MS Office
  • Quick learner
  • Ability to work with diversity and multi-disciplinary teams
  • Excellent time-management and organizational skills
  • Outstanding verbal and written communication skills
  • Detail-oriented and efficient
  • Flexible to work long hours and over weekends/holidays when required
  • Onsite travel either for short or long durations will be required

Qualifications and Education Requirements

Work experience and educational background that a candidate should have when applying for position

  • Post Graduate degree or equivalent. (Computer Science / Engineering equivalent)
  • Preferably 2-3 years of experience.

Working conditions

  • General Shift.
  • Must be flexible to extend working hours when needed and to accommodate coordination with multi-location team

Years of Exp: Overall 8 years with 2 years of planning and/or management experience.
Job Purpose:
The Project Manager oversees the planning, implementation, and tracking of System implementation project which has a beginning, an end and specified deliverables.
Primary Duties and Responsibilities:
The Project Manager performs a wide range of duties including some or all of the following:
• Coordinate internal resources and third parties/vendors for the flawless execution of projects.
• Ensure that all projects are delivered on-time, within scope and within budget.
• Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility.
•Mapping requirements & providing best solutions involving evaluation & definition of scope of project and finalization of project requirements/ needs.
• Ensure resource availability and allocation.
•Develop a detailed project plan to track progress.
• Planning, estimation and executing/ monitoring & reviewing on-going projects / service management.
• Use appropriate verification techniques to manage changes in project scope, schedule and costs.
• Measure project performance using appropriate systems, tools and techniques.
• Report and escalate to management as needed.
• Manage the relationship with the client and all stakeholders.
• Perform risk management to minimize project risks.
• Providing post-implementation, application maintenance and enhancement support to the client with regard to the product / software application.
• Establish and maintain relationships with third parties/vendors.
• Create and maintain comprehensive project documentation.
• Establish a communication schedule to update stakeholders including appropriate staff in the organization on the progress of the project.
• Great educational background, preferably in the fields of computer science or engineering for technical project managers. Post graduate or equivalent.
• Proven working experience as a project administrator in the information technology sector.
• Solid technical background, with understanding or hands-on experience in software development and web technologies.
• Excellent client-facing and verbal communication skills.
• Solid organizational skills including attention to detail and multi-tasking skills.
• Strong working knowledge of Microsoft Office.
• Exposure to Java / Oracle is a plus.
• PMP / PRINCE II certification is a plus.
• Flexible to work long hours and over weekends/holidays when required.
• Onsite travel either for short or long durations will be required.

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